Job Title: Assiatant Client Relationship Manager

Department: Client Relations / Business Development

Reporting To: Operations Manager / Management

Location: Bengaluru

Employment Type: Full-time

1. Job Purpose

To manage and strengthen relationships with veterinary doctors, veterinary clinics, pet hospitals and pet owners; ensure prompt resolution of client queries; coordinate laboratory services; improve client retention; and contribute to the growth of the laboratory's test volumes and revenue.
1. Key ResponsibilitiesA. Client Relationship Management

- Develop and maintain solid professional relationships with veterinary doctors, clinics and hospitals.
- Act as the primary point of contact for assigned clients.
- Regularly communicate with existing clients to understand their requirements and service expectations.
- Identify opportunities to improve client satisfaction and retention.
- Maintain an updated database of clinics, veterinarians and key contacts.
- Conduct regular client follow-ups and relationship visits where required.

B. WhatsApp & Telephone Query Management
- Monitor and respond promptly to WhatsApp messages, calls and other client enquiries.
- Handle enquiries regarding:
- Test availability
- Test prices
- Sample requirements
- Sample pickup
- Turnaround time
- Report status
- Payment and billing
- Additional tests
- Ensure that no genuine client query remains unanswered.
- Coordinate with the laboratory team to obtain accurate answers to technical queries.
- Follow up with the client until the query is appropriately resolved.
- Maintain records of important complaints, requests and follow-ups.

C. Report & Diagnostic Service Coordination
- Coordinate with the laboratory team regarding pending or delayed reports.
- Keep clients informed about expected turnaround times.
- Facilitate communication between clients and Pathologists regarding technical or diagnostic queries.
- Escalate urgent or sensitive matters to the Pathologist/Operations Manager.
- Ensure that client complaints regarding reports or services are documented and appropriately addressed.

Important: The CRM should not independently interpret laboratory results, provide veterinary/medical advice or modify diagnostic reports. D. Sample Pickup & Logistics Coordination

- Coordinate sample pickup requests from clinics and hospitals.
- Ensure timely communication between clients and pickup personnel.
- Monitor recurring pickup requirements of regular clients.
- Identify delays or problems in sample transportation and coordinate corrective action.
- Ensure proper communication regarding pickup charges and sample requirements.

E.



Client Retention & Business Development
- Identify inactive or declining clients and initiate appropriate follow-up.
- Encourage existing clients to utilize the laboratory's relevant test services.
- Introduce new tests and diagnostic services to veterinary clinics.
- Identify potential new veterinary clinics/hospitals and initiate contact.
- Support the management in developing new institutional and corporate clients.
- Collect market feedback regarding pricing, services and competitor laboratories.
- Generate leads and convert suitable prospects into regular clients.

F. Client Visits
- Visit veterinary clinics/hospitals as assigned.
- Meet veterinary doctors and understand their diagnostic requirements.
- Explain laboratory services, test panels, sample requirements and turnaround times.
- Maintain regular contact with high-value and strategically important clients.
- Submit visit reports and follow-up requirements to the Operations Manager.

G. Complaints & Service Recovery
- Receive and document client complaints professionally.
- Understand the nature and seriousness of each complaint.
- Coordinate with the relevant department for resolution.
- Follow up with the client after corrective action.
- Escalate serious complaints, repeated errors or quality-related issues to management.
- Maintain a complaint and resolution register.

H. Payment & Outstanding Follow-up
- Coordinate with accounts regarding pending payments.
- Follow up professionally with clients regarding outstanding invoices.
- Maintain communication with credit clients.
- Escalate long-pending accounts to the Operations Manager/Management.
- Support the management in reducing outstanding receivables.

I. Client Feedback & Reporting
- Collect regular feedback from important clients.
- Identify recurring service problems and communicate them to management.
- Prepare periodic reports on:
- New clients
- Active clients
- Inactive clients
- Client complaints
- Test enquiries
- Converted enquiries
- Sample pickups
- Outstanding payments
- Client visits
- Revenue generated from key accounts

1. Daily Responsibilities

The CRM is expected to:
- Check and respond to WhatsApp enquiries.
- Attend incoming client calls.
- Follow up on pending queries.




- Coordinate sample pickups.
- Follow up on pending reports.
- Contact important/regular clients.
- Follow up on leads and new clinic enquiries.
- Coordinate complaint resolution.
- Follow up on outstanding payments where assigned.
- Update the CRM/client database.
- Provide a daily activity summary to the reporting manager.

1. Qualification

Essential:

- Graduate in any discipline.
- Good communication skills in English and Kannada.
- Good computer and WhatsApp communication skills.

Desirable:

- Experience in veterinary diagnostics, healthcare, veterinary hospitals, laboratories, pharmaceuticals or medical/veterinary sales.
- Experience in customer relationship management or business development.

1. Experience

Preferred: 2–5 years in customer relationship management, healthcare/laboratory services, veterinary services, pharmaceutical sales or a related field. Candidates with excellent communication and customer-handling skills may be considered with less experience.

1. Key Skills

- Excellent verbal and written communication.
- Strong WhatsApp and telephone communication skills.
- Customer-service orientation.
- Relationship-building ability.
- Follow-up and coordination skills.
- Basic sales and business-development skills.
- Negotiation and problem-solving ability.
- Good computer skills.
- Ability to maintain accurate client records.
- Ability to work independently and meet targets.

1. Key Performance Indicators (KPIs)

Performance will be evaluated based on:
- Response time to client queries
- Percentage of queries successfully closed
- Client retention
- New clinics/clients acquired
- Inactive clients reactivated
- Growth in test volumes from assigned clients
- Client satisfaction
- Complaint resolution time
- Sample pickup coordination
- Outstanding payment follow-up
- Number of client visits and meaningful interactions
- Revenue generated from new and existing clients

1. Authority & Escalation

The CRM may communicate approved information regarding laboratory services, pricing, sample requirements and turnaround times. The following must be escalated to the Pathologist/Operations Manager:
- Interpretation of diagnostic results
- Disputed or questionable reports
- Serious client complaints
- Quality-related complaints
- Sample mix-up or identification issues
- Requests for report modification
- Refunds or special pricing
- Major payment/credit issues
- Any matter that may affect the laboratory's reputation or diagnostic integrity.

Pay: ₹20,000.00 - ₹30,000.00 per month

Benefits

- Internet reimbursement

Work Location: In person

📌 Assistant Client Relationship Manager (Bengaluru)
🏢 Department of Veterinary Pathology
📍 Bengaluru